SafeRide Health

Account Manager

• Serve as the primary client liaison and strategic thought partner for assigned accounts, building trusted relationships
• Lead data-driven conversations with clients to enhance membership services and overall performance
• Identify and drive expansion opportunities within the embedded account base in partnership with Sales
• Lead expansion implementations in coordination with Strategic Accounts leadership
• Partner with Operations to define, implement, and monitor performance measures and operational goals
• Proactively identify, address, and resolve operational and account-related issues
• Provide performance insights and growth recommendations to internal leadership
• Support contract management, including renewals and new agreements, ensuring alignment with operational feasibility
• Facilitate contract implementation, training, and compliance requirements
• Lead development of operational procedures and project management initiatives tied to client contracts.

Strategic Account Manager

Vice President

• Develop and operationalize SafeRide’s state RFP go-to-market model, including identifying and prioritizing target states based on market size, procurement timing, and competitive dynamics
• Establish a repeatable capture process from early intelligence through contract award
• Build systems for procurement foresight, including contract lifecycle tracking, RFP pipeline development, FOIA and competitive intelligence
• Lead pre-RFP positioning strategies to ensure SafeRide is known and credible before bids are released
• Develop compliant engagement strategies with state Medicaid agencies, provider and advocacy groups, and industry associations
• Represent SafeRide at key state and national forums and partner with external experts and local SMEs
• Lead all phases of state opportunities, including qualification, proposal strategy and development, negotiation, and contract execution
• Partner cross-functionally with RFP writers, pricing/finance, marketing, account management, and operations
• Define and refine win themes and differentiation strategy to elevate proposal competitiveness
• Lead red-team reviews and final submission decisions to ensure high-quality, compliant proposals
• Hire, develop, and scale a specialized team supporting market intelligence, capture management, and proposal development
• Own a state Medicaid bookings target and build a pipeline of high-probability opportunities to improve win rates and deal quality

Vice President, Government Strategy

Operations

• Drive the analytical initiatives within the Strategy & Operations team
• Lead projects across data analytics, business intelligence, project management, client management, and operational process improvement
• Work closely with senior executive leadership and all relevant department leads beyond Operations
• Resolve pressing organizational queries and mitigate business risks through data-driven insights
• Lead data-centric projects, including contract analysis and internal data reviews for process improvement
• Collaborate with the Strategy Team to codify and document our internal operational strategies
• Engage with cross-functional stakeholders to gather, refine, and implement operational change and improvement

Strategy and Operations Associate

General

• Coordinate Medical Travel
• Arrange flights, ground transportation, lodging, and meal reimbursements tailored to members’ medical needs
• Authorization Management
• Verify and document health plan travel authorizations, request and secure pre-approvals, and confirm details with medical facilities
• Member Support
• Provide clear, compassionate communication about travel details, reimbursement processes, and authorizations; deliver timely documentation to both members and health plans
• Vendor Relations
• Build and maintain positive partnerships with lodging, transportation, and meal service providers
• Data & Reporting
• Track costs, monitor reimbursements, and maintain accurate, detailed records in alignment with compliance requirements
• Productivity & Quality
• Meet departmental performance standards while maintaining exceptional service quality and member satisfaction
• Flexibility
• Adapt to changes in travel schedules and unforeseen circumstances while ensuring members’ needs remain the priority

Travel Coordinator

• Lead the Strategy & Operations Function
• Lead and develop the S&O team (~10 FTEs)
• Own the S&O roadmap, prioritization, operating cadence, and quality of output
• Preserve and strengthen a culture of autonomy, accountability, and communication
• Coach and develop the team — without micromanaging
• Diagnose and structure SafeRide’s most ambiguous, high-stakes operating and strategic problems
• Build models, analyses, and executive-ready recommendations that drive major business decisions — personally when needed, not just through the team
• Partner directly with the COO to shape operating strategy, prioritize the highest-leverage work, and move executive conversations from discussion to decision
• Identify and solve operating constraints across Member Services, Client Services, Network Management, Routing, and related teams
• Improve people, process, tooling, workflows, management systems, and operating discipline
• Translate ambiguous operating problems into clear workplans, owners, metrics, decisions, and scalable processes
• Build operating workarounds where product capability lags operational need
• Optimize mode mix, ride assignment logic, provider allocation, benefit utilization, and prevention/control motions
• Partner with Operations, Client Success/Growth, and Finance to convert profitability opportunities into operating changes
• Serve as the translation layer between frontline operating reality and the Product/Engineering roadmap
• Help Product identify the real business problems behind operational pain points and prioritize the highest-leverage tooling opportunities.

Head of Strategy – Operations

• Build and optimize the end-to-end driver funnel, including sourcing, signup, credentialing, activation, and retention
• Identify and activate high-value rideshare channels, existing NEMT drivers, and local recruits
• Design and execute recruiting experiments across events, outreach, referrals, and incentive structures
• Translate driver objections, drop-off points, and churn insights into improvements across onboarding, communications, and support
• Develop market-specific playbooks for low-density environments focused on trust, earnings predictability, and route quality
• Evaluate and prioritize markets, neighborhoods, and driver segments for launch and scale
• Build and refine operating playbooks across onboarding, credentialing, training, dispatch, ride execution, and payouts
• Partner with Credentialing, Legal, and Compliance to ensure regulatory adherence and audit readiness across markets
• Collaborate with Product and Strategy to improve systems including Salesforce workflows, routing logic, and driver experience
• Help shape pricing, route design, acceptance rules, and support flows to meet reliability and unit economics goals
• Develop scalable SOPs to transition IDN from pilot to broader rollout
• Identify operational gaps early and implement solutions before they scale
• Spend time in-market to understand driver behavior, local dynamics, and route feasibility
• Build relationships with drivers and community partners while influencing without direct authority
• Bring field insights into strategic decisions on recruiting, onboarding, routing, and retention
• Operate effectively in ambiguity, balancing speed with sound judgment in a regulated healthcare environment
• Contribute to IDN organizational design, hiring, and workflow development as the network grows
• Own key marketplace metrics including funnel conversion, driver activation, ride completion, retention, and member experience
• Use data and field insights to improve supply efficiency, route quality, and driver satisfaction
• Rapidly test hypotheses, run experiments, and codify learnings into repeatable playbooks
• Stay current on marketplace and contractor network best practices to improve performance and scalability

Senior Manager, Strategic Rideshare Operations – Growth

Manager

• Build and manage strategic relationships with transportation providers, aligning their business goals with SafeRide’s performance expectations and growth strategy
• Drive provider performance through regular scorecard reviews, SLA monitoring, and continuous feedback loops
• Partner with providers to expand geographic coverage while optimizing for quality, cost-effectiveness, and scalability
• Collaborate with Complaints & Grievances (C&G) teams to implement corrective action plans and improve provider performance
• Monitor vendor activity to ensure adherence to compliance standards, including prevention of fraud, waste, and abuse
• Serve as the primary escalation point for ride-related issues, ensuring timely and successful resolution in partnership with internal teams
• Lead, coach, and develop a team of Network Specialists, fostering accountability, performance, and professional growth
• Partner cross-functionally with internal stakeholders to align network capabilities with business needs and operational strategy
• Guide providers in adopting SafeRide’s technology and operational processes to improve efficiency and service delivery

Network Vendor Manager

• Directly supervise, coach, and develop a team of Client Escalation Specialists through regular feedback, performance management, and professional development.
• Establish team priorities and manage workload distribution to ensure service levels and response expectations are consistently met.
• Conduct quality reviews, team meetings, and one-on-one coaching sessions to maintain a high standard of escalation management.
• Foster a culture of accountability, urgency, collaboration, and client-focused problem solving.
• Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients.
• Serve as the primary escalation point for complex issues that require advanced troubleshooting or executive-level communication.
• Coordinate cross-functional resolution efforts by engaging the appropriate internal teams and ensuring complete documentation and context are provided.
• Maintain ownership of escalations through final resolution, communicating updates and outcomes to both internal stakeholders and clients.
• Represent the Client Escalation function in client meetings and serve as a trusted resource for health plan partners.
• Develop and maintain expertise in health plan contracts, operational requirements, client-specific procedures, and escalation preferences.
• Stay current on operational workflows across departments to accurately assess root causes and determine appropriate resolution paths.
• Serve as a subject matter expert and resource for the escalation team regarding payer-specific requirements and operational processes.
• Develop, maintain, and enhance standard operating procedures, escalation workflows, training materials, and knowledge resources.
• Optimize the use of escalation management platforms, including Zendesk and related reporting tools.
• Analyze escalation trends, root causes, and performance metrics to identify opportunities for operational improvement.
• Partner with internal stakeholders to address recurring issues and reduce future escalation volume.
• Produce regular reporting on escalation volume, resolution timelines, root causes, and client satisfaction metrics.
• Collaborate with Account Management and Client Relations teams to proactively communicate trends, resolutions, and improvement initiatives.

Client Escalation Manager

• Maintain and grow a prioritized database of care facilities, provider organizations, advocacy groups, and other stakeholders with high transportation need or strategic relevance in key Medicaid and Medicare Advantage markets
• Lead care facility partnership engagement and change management during new program implementations, partnering with the internal Facilities team to support local alignment, smooth onboarding, and adoption of programs, tools, and workflows
• Build and maintain relationships with facility leaders, advocacy groups, and other local stakeholders, representing SafeRide Health in external meetings, market visits, and community events as applicable
• Gather and synthesize standing orders, complaints, stakeholder feedback, competitive intelligence, and product or market listening insights to identify patterns, surface opportunities, and inform cross-functional teams
• Support account management and internal teams as a point of contact for facility market needs across new health plan implementations and existing plans
• Maintain accurate stakeholder records, outreach activity, engagement notes, and strategic relationship intelligence in HubSpot to support cross-functional planning, growth efforts, and RFP opportunities
• Contribute to strategic outreach and socialization efforts with local organizations, advocacy groups, and state or community stakeholders, as appropriate
• Track and report on measurable partnership impact, including program utilization and engagement within markets